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Collaborate. Ideate. Architect. Innovate!
Travelers Digital Enablement is looking for a Contact Center portfolio architect who loves collaborating with engineers and business leaders to create strategic solutions. Do you have a strong design point of view and the drive to weigh multiple alternative solutions to achieve a business goal? Do you inspire teams with your passion for and knowledge of technology?  Do you lead with enthusiasm, stoking the fire of engineers, architects, product owners, business leads, and technical leads?
The Contact Center Lead Solution Architect is responsible for contact center and telephony solutions. They will drive transformation of enterprise capability to meet the shifting expectations of customers.  This role will work closely with the contact center delivery leader and team and customers to identify contact center needs, assess their impact, formulate potential alternatives, and architect solutions. They will partner with enterprise architects and technology leaders to determine and contribute to the determination of technical and operational needs of telephony and contact center solutions.
 

Chat with us if you:
 

• Are a strategic thinker and partner to technology leaders and customers. 
• If you architect and design future for our contact center using cloud-based solutions (i.e., Architect across inbound, outbound, IVR, auto dialer, Workforce Management SIP, etc.) 
• Demonstrate deep understanding of customer service domain, architecture and contact center platforms, tools and technologies (use of full suite of products such as Five9, 8x8, cisco telephony, Genesys, InContact, Nice, Nuance speech recognition)
• Demonstrate strong understanding of supporting technologies such as remote and virtual desktop management, VoIP, storage, backup, web, middleware, database, Active Directory, and other technologies needed to operate customer contact centers
• Support engineering teams to develop and apply reusable artifacts and frameworks, reference architectures, design, development, change management, release management, and QA best practices
• Build relationships with technical leaders and business decision-makers to enhance collaboration, information sharing, decision-making, and influence decisions
• Demonstrate deep understanding of customer service methodologies and best practices for a service organization focusing on contact centers and contact center key metrics
• Excel with evaluation of emerging Contact Center technologies
• Excel at presenting new technology ideas to Contact Center leadership and customers

Bachelor's degree in a related field preferred. 7 years of experience in enterprise, application, and/or information architecture preferred. 3 years of experience as a technical lead preferred. Experience managing others preferred.

• 8 years' experience as a contact center solution architect designing, architecting, and implementing contact center technology (example: Preferred Genesys, InContact, Five9, 8x8, Fuze etc.)
• Work experience with extensive knowledge of voice, messaging, and email contact center technologies including SIP, TDM, CM, Intelligent Call Routing, IVR, Call Routing, WFM, ACD, etc.
• Extensive experience in Contact Center Production Operations, Contact Center Technologies and Contact Center strategies.
• Understanding of business processes and (digital) transformation and how they relate to customer experience technology
• Proven strong leadership, performance management and coaching skills to build a high performing team while defining clear accountability and expectations
• Experience with one or multiple telephony and contact center technologies such as Cisco, Genesys, 8x8, Fuze, Five9, ShoreTel, etc. [Genesys preferred.]
• Requires excellent communication skills, analytical ability, strong judgment and management skills, and the ability to work effectively with client and IT management and staff.
• Understanding of Agile development methodologies related to contact centers
• Strong architecture & systems planning skills
• Well versed with multi-channel technologies
• Solid understanding of contact center telephony markets, solutions, contact center designs and personalized IVR experience.
• Strong business acumen, including domain-specific knowledge of the company and its business units
• Strong leadership capability, executing as appropriate in the areas of responsibility
• Extensive knowledge of infrastructure planning and operations, design and deployment, as well as system life cycle management
• Advanced knowledge of business operations and processes
• Excellent oral and written communication skills, including the ability to explain technology solutions in business terms, establish rapport and persuade others

High School diploma or equivalent required. 5 years of experience in enterprise, application, and/or information architecture required. 1 year of experience as a technical lead required.

Travelers is an equal opportunity employer.